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Actively seeking a Salesforce SME to join our technical support team for a federal agency. This specialized role is primarily focused on the technical support, enhancement, and administration of Salesforce, being leveraged as a cloud-based incident management system. With a special emphasis initially on a new application, the SME will support the system development lifecycle (SDLC) in line with agency guidelines.

Given the sensitive nature of the work, all applicants must be U.S. citizens and hold an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

Responsibilities:

As a Salesforce SME, you will provide prompt issue resolution, functional enhancements, implement patches and system updates as needed, perform business process analysis and improvement, enhance user experience, and facilitate integrations with third-party products.

Responsibilities relevant to the initial application being supported:

• Draft, finalize, and maintain (with application support team) the incident categories and subcategories for accurate and swift identification, tracking, and resolution of technical issues and incidents.
• Develop, maintain, and continuously improve Salesforce dashboards and reports as per Service Level Agreements (SLAs). This includes the creation of custom and ad hoc reports related to contact center performance, system issue tracking, and trend observations.
• Develop and set up Salesforce incident management structure to ensure efficient handling of related issues.
• Ensure the Salesforce system structure and operations align with the support structure established for application, contributing to a coherent and well-integrated technical support framework.
• Collaborate with other team members and stakeholders to identify opportunities for process and workflow improvements and system enhancements in the context of application support.

Generalized responsibilities include:

• Proactively monitor Salesforce to ensure stable service management for agency users.
• Implement solutions to restore expected functionality, performance, and use in case of issues.
• Collaborate with Salesforce support for major system problem escalation.
• Conduct periodic reviews and check-ins with key stakeholders and system users to understand and address pain points.
• Develop and configure custom reporting and assist in building ad hoc reporting.
• Research industry trends and best practices to propose system and process enhancements.
• Implement patches, hotfixes, or bug fixes within each agency environment and ensure synchronized system functionality post-implementation.
• Analyze and improve business processes in support of Salesforce system enhancements.
• Enhance user and analyst experiences through User Interface (UI)/User Experience (UX) expertise.
• Integrate Salesforce with other tools and utilities to enhance system capability and end-user experience.
• Develop new forms as per business requirements and maintain the development roadmap.

Requirements

• Bachelor's degree in Computer Science, Information Systems, or related field preferred
• 7+ years of experience with Salesforce, including administration, configuration, and development.
• Proven experience in capturing requirements, prioritizing development tasks, testing, deployment, and providing operational support.
• Ability to troubleshoot and resolve system issues efficiently.
• Knowledge of industry trends and the ability to apply this knowledge to the Salesforce system.
• Ability to work effectively with key stakeholders, understand business requirements, and translate these into system enhancements.
• Strong skills in custom and ad hoc reporting.
• Proficiency in system patching and updates.
• Understanding of UI/UX principles and ability to enhance user experiences.
• Experience with integrations of Salesforce with third-party tools and utilities.
• Exceptional communication skills, both verbal and written.
• U.S. citizenship and active Department of Defense SECRET clearance.

Benefits

Medical, dental, vision insurance

Employer paid life insurance

Employer paid short-term and long-term disability insurance

11 paid federal holidays

Paid vacation

401K with company match

Performance bonuses

Referral bonuses